The Outcome Frame Model and Outcome Directed Thinking1 Dr. Mark W. Huber MIST 5780 MIS Dept. – Spring 2009 Terry College of Business 1Based on the work of Dr. Robert P. Bostrom and Dr. Vikki Clawson, Terry College of Business, University of Georgia.

Today’s Class Importance of Outcomes (Goals) and Solving Problems Mental Frames The Outcome Frame Model Outcome-Focused Challenge-Solving – What???? Questions/Comments

Outcomes, Problem Solving, and Recognizing Opportunities If you don’t know where you are going, you’ll probably end up somewhere else! -- David Campbell When it is obvious that the goals cannot be reached, don't adjust the goals, adjust the action steps. -- Confucius

Mental Frames Ways we view the world around us that influence how we understand our world Examples: Umbrella Questioning, in class, what a teacher says Starting a global retail business Frames can help or hinder us Umbrella – Practical, “common sense” frame Questioning, in class, what a teacher says – cultural frame Starting a global retail business – business frame

Frames and Problems - 1 Connect all nine dots Use only four lines to connect all the dots You may not retrace (go back over) any lines

Frames and Problems - 2 Poke your head through a hole? Dr. Huber will show you the rules for this problem… Remember, how you frame the problem will influence your ability to solve the problem

Frames and Problems – 3 Pick the right tool You need to fasten two boards together with a nail so you use … You need to change a light bulb, so you use … Your hands, of course!

Frames and Problems - 4 Just as a hammer won’t solve all of a master worker’s problems, global business leaders and managers need a problem solving … … toolbox!

The Outcome Frame Model Another Tool for Your Problem Solving and Analytical Skills Toolbox Scientific Method Ethical models Proper Debugging Methods Brainstorming Accounting Rules Financial Ratios And many more tools and techniques …

Class Activity – Frames and Questions (Dr. Robert P. Bostrom and Dr Class Activity – Frames and Questions (Dr. Robert P. Bostrom and Dr. Vikki Clawson, UGA) Key Questions Frames – How we think about … Problem Directed (problem frame) Outcome Directed (outcome frame) YOUR Thoughts The following questions were extracted from an article that first appeared in the Inside USAA, September 11, 1996. Inside USAA is an internal company magazine for USAA. USAA is a large insurance and diversified financial services company with over 15,000 employees. This information has been adapted by permission and is intended for educational use only by students in the MIST classes conducted by University of Georgia faculty. Problem Directed (Problem Frame): 1. Why do I have this problem? 2. What caused this problem? 3. Who is to blame? 4. What stands in the way of a solution? 5. How likely is it that I'll solve this problem? Outcome Directed (Outcome Frame) 1. What do I want instead of this problem? (Your answer will be your desired outcome.) 2. How will I know when I have achieved this outcome? (What will I see, hear, and/or feel to know that I've done it?) 3. What will I gain by achieving this outcome? What will I lose? Is it worthwhile? 4. What resources do I need to achieve this outcome? How will I get them? 5. What is the first step I can take to achieve this outcome?

First Set of Questions Why do I have this problem? What caused this problem? Who is to blame? What stands in the way of a solution? How likely is it that I'll solve this problem?

Second Set of Questions What do I want instead of this problem? (Your answer will be your desired outcome.) How will I know when I have achieved this outcome? (What will I see, hear, and/or feel to know that I've done it?) What will I gain by achieving this outcome? What will I lose? Is it worthwhile? What resources do I need to achieve this outcome? How will I get them? What is the first step I can take to achieve this outcome?

YOUR thoughts

Outcome Model: Foundation (based on the work of Dr. Robert P Outcome Model: Foundation (based on the work of Dr. Robert P. Bostrom, UGA MIST Dept.) Present State Desired State Action Steps Resources Gap = Opportunity, Challenge, Problem, etc.

Outcome Map Exercise (© Bostrom & Associates , adapted and used by permission) Use Resources and Action Steps to achieve outcomes and move beyond obstacles Higher Level Outcome What does having my desired outcome do for me?? Desired Outcome What Do I Want Instead? Obstacle From Present State to Desired State by asking “What do I want instead of my Present State?” From Present State to Obstacle via “What stops me from reaching my Desired Outcome? and then “What do I want instead of my Obstacle?” From the Desired State to the Higher Level Outcome by asking “What does having achieved my Desired Outcome do for me? Note – Repeat as appropriate if not to Higher Level Outcome or if stuck. What Do I Want Instead? Present State What Stops Me? (Adapted from Bostrom & Associates ©, used by permission)

From Outcome Space to Outcome Map (slide concept and design © 2003, Mark Huber, adapted and used by permission of Bostrom & Associates) Higher-Level Outcomes OUTCOME Desired State Resources Action Steps Present Challenge OUTCOME Desired State Resources Action Steps Present Challenge OUTCOME Desired State Resources Action Steps Present Challenge Higher-Level Outcomes OUTCOME Desired State Resources Action Steps Present Challenge OUTCOME Desired State Resources Action Steps Present Challenge OUTCOME Desired State Resources Action Steps Present Challenge Higher-Level Outcomes OUTCOME Desired State Resources Action Steps Present Challenge OUTCOME Desired State Resources Action Steps Present Challenge Higher-Level Outcomes OUTCOME Desired State Resources Action Steps Present Challenge OUTCOME Desired State Resources Action Steps Present Challenge OUTCOME Desired State Resources Action Steps Present Challenge Higher-Level Outcomes

From Outcome Space to Outcome Map Who or What We Are: Our Vision or Our Highly Valued Criteria or Our Touchstone Values Higher-Level Outcomes Higher-Level Outcomes Higher-Level Outcomes Higher-Level Outcomes What does having a Desired Outcome do for me? OUTCOME (Desired State) OUTCOME (Desired State) OUTCOME (Desired State) OUTCOME (Desired State) OUTCOME (Desired State) OUTCOME (Desired State) What stops us/me? What do we/I want instead? PRESENT STATE (slide concept and design © 2003, Mark Huber, adapted and used by permission of Bostrom & Associates)

Creating Outcomes Flipping Well-Formed? Worthwhile? Want instead? Want? As if we have it Well-Formed? Positive? Under our/my control? Evidence? Worthwhile? Gains/losses Resources? Representative (of higher level outcomes)? Where to Tap – Right Size – Movement – Unstuck! Having that do for me? – Higher/Larger Outcome – Upward Stops Me? Want Instead? – Smaller Outcome – Obstacle – Downward (Adapted from Bostrom & Associates ©, used by permission)